Sales Assistants: product pushers who are more interested in the sale than you or caring creatures who want to find the best skincare solution for you? That was just one of the many questions you wanted to ask but were too scared to.
The good thing is, we’re not. We tracked down some big players in the beauty biz to ask them things like, “is a free makeover out of the question?”
Q) First thing’s first, do Sales Assistants actually use the products they’re selling?
Charlotte Turner, National Training & Promotions Manager for La Prairie Australia says yes. While Elizabeth Arden Beauty Consultants “are encouraged to try the product so they are able to teach the customer how to apply and be able to advise from a personal level.”
It’s also a yes over at Estée Lauder: “We believe the best way to know what a product is like is to get our employees trying the products, feeling the textures and seeing the benefits first hand.”
Sam McKay, Managing Director of Jurlique Australia adds, “All of our consultants experience a Jurlique skin consultation when they first start working, enabling them to familiarise themselves with the ranges. Consultants who have a particular product they love are really passionate about sharing their own hints and tips with customers.”
Q) Do Sales Assistants believe in the products or are they just after the sale?
It may come as a surprise (as we’re a cynical bunch) to learn that they actually do believe in the products and aren’t just trying to squeeze a sale out of us. Makes sense really, I mean think about it, anyone that just wants to make a quick buck may land themselves a job in the first place, but if there’s one thing beauty brands have in common, it’s their passion for believing their products are the best. This passion starts from SA’s all the way up to Managing Directors.
Turner agrees, “They couldn’t do their job if they were not entirely convinced that our products are the best.” It’s a similar story with Estée Lauder: “All of our beauty advisors work here because they love the brand, the history and the kudos that comes with being leaders in their field. To be able to sell a product to a customer, you would have to be passionate about the products,” according to Alice Hocking, Communications Manager at Estée Lauder.
Q) Is it okay to bring a product back for a refund should it not give promised results?
It seems that there’s no definitive answer to this one. The brand’s responses vary from “that situation should never arise” to “it depends upon retail policy.”
According to Turner, “This is a very time consuming route for the customer. It is more convenient to define outcomes clearly during the consultation and take away a sample to try at home. This will allow the customer to see if the product suits their skin’s needs as determined. The product can then be purchased with confidence.”
Elizabeth Arden says: “We have conducted many clinical trials on our products with women over the years and from this have been able to claim certain features and benefits that the product will provide. If a customer purchases a product which is faulty they should contact our Customer Service Centre for an exchange or refund.”
Estée Lauder states that, “This would depend on the store’s policy from where the product was purchased.”
As per McKay, “Jurlique is committed to skin results. If a product does not meet customer expectations, we encourage them to return to the store of purchase with the product and receipt. Our consultant will then work with the customer to find the best solution for them. This may be in the form of a refund, product exchange or perhaps a consultation to show the best way to apply the product effectively.”
Q) Why are some Sales Assistants reluctant to give away samples?
Turner says, “Beauty Advisors love giving away samples to customers who are genuinely interested in improving their skin by investing in skincare” so no, you won’t get a sample of the latest anti-wrinkle cream targetted at over 50s if you’re 15, but if you’re genuinely interested in learning more about what’s suited to your skin type, don’t be afraid to ask for a sample to trial before you buy.
But be quick, is the word of advice from Elizabeth Arden: “Elizabeth Arden samples can be located at all counters nationally. As there are many doors [stores], the number of samples is limited and may be given out in a short period of time.”
Jurlique says that you can get them, but they just want to get to know you first. “Our products are certainly precious to us and we always want to ensure that you receive the best advice on how they should be used. This means that when our clients would like to try a product in the form of a sample we would really like to take the time to find out more about our client’s skin and demonstrate the way they should be applied. All clients are invited to select *two samples after a skin consultation to take home and try.”
Q) Is it really necessary to buy the whole range, or are SA’s just trying to up-sell?
“La Prairie Beauty Advisors have no knowledge of a customer’s financial situation. They take the view that every customer deserves the very best outcome with their skin unless they are told otherwise. Recommending products that work together will lead to quicker, more impressive results and branded products are designed to reinforce each other’s benefits in a highly compatible way,” says Turner.
McKay says that Jurlique consultants “will only recommend products to address client concerns and skin behaviour needs. We will always recommend all the products needed to achieve the best results, however, once clients have been shown the best combination of products, they can work with their consultant to decide on the best way to get started.”
Q) Is there such a thing as a free makeover?
Yes and no…
“The point of a makeover is so that the correct tips and techniques can be shared with the customer to enable them to apply their own make-up more effectively at home, using products that they would have to purchase,” according to Turner.
All Elizabeth Arden Beauty Consultants are trained to provide makeovers and “an Elizabeth Arden makeover is available free of charge at all counters nationally. It is part of the Elizabeth Arden service.”
Estée Lauder offers something called “Signature Services” which are “basically complimentary services that anyone can have at any time absolutely free of charge. These include two-minute touch ups, foundation matching advice and a skincare solution to name just a few.” According to Estée Lauder, it “is our way of giving an extra service to our existing customers and a great way to introduce Estée Lauder products to new customers who perhaps want to try before they buy.”
Jurlique advised us that “all clients are invited to sit down with a consultant for a skin consultation and hand treatment – this is a complimentary service.”
Turner says:
Do be inquisitive: skincare products are ever changing to incorporate the latest research in skin so always ask, “What’s new?””¨”¨
Don’t be intimidated by the environment: the Beauty Advisor is there to help and has been well trained to understand your skin and its needs.
* Pharmacy and Department Store locations may from time to time not have samples available, however clients can always call Customer Care to have samples posted to them.
I have to laugh, Beaity Advisors do NOT love giving out samples, I never get them, and yet i buy often